The Perfect Gift

a customer service based elearning scenario

Overview

• This project is scenario-based, self paced introductory training for new employees at a fictional toy store.

• The goal is to help newly hired staff develop an approach for having engaging interactions with customers.

• The final business goal is for them to help the customer choose the most appropriate toy to bring to a child’s birthday party. This mock project seeks to give new toy store employees the ability to experience several scenarios before they encounter the real thing.

The Problem

• The customer service experience has always been a very important part of shopping at local/regional toy stores.

• Competing with the big box stores for customers is a challenge that’s exacerbated by the current job market which includes many more jobs than jobless people.

• It’s crucial during this time that employers at small niche stores (like toy stores) have a clear plan for customer service training that teaches new employees ways to offer personalized shopping experiences.

• Training to include offers like free gift wrapping or training them to find the perfect toy to fit a child’s stage of development and interests

The Solution

• This concept project aims to educate new employees in creating an experience that will bring people back for all their toy and game needs.

• The training will teach new employees how to find the perfect toy to fit a child’s stage of development and interests (even if it is not the latest movie craze). Special orders, wish lists and other personalized services help to make the local toy store feel more like a destination for the entire family.

• By offering these conveniences, the owner and the staff get to know the customers, and in turn mom and dads can count on the expertise of the owner and staff to make the best choices for their child.

• In addition to knowing their customers and the community they serve; they also know the business of play. This is more informed shopping than impersonal clicks on an online store.

The Process

Action Mapping

• I created an action map based on feedback from my subject-matter expert (SME), an 8 year veteran of the independent toy store space, in addition to my own research.

• On my action map, I identified 4 actionable steps new employees should follow to offer an amazing toy shopping experience, those include:

  1. Be responsive by walking toward them to show them they are your priority

  2. Give a good first impression by smiling and making eye contact

  3. Personalize the experience and go the extra mile by offering additional services

  4. Listen to the customer's needs and provide appropriate suggestions

• The SME then prioritized specific actions that the new employee should perform to make the entire experience successful for the trainee and customer alike.

Text Based Script

• I created my scenario-based eLearning course on the four actionable steps outlined on my action map. I went back and forth with the SME’s guidance creating a scenario that flowed within the constraints of their knowledge of a toy buying experience at a small regional toy store. After a few iterations I was able to write a scenario that covered all of the actionable steps that the SME wanted to address while making the experience believable and relatively realistic. I enjoyed this process and was motivated by the puzzle pieces falling into place and was excited to create the experience and try it out.

• I used my initial setup and my revised narrative to write-up the storyboard in Google Docs. I included the prompts, questions and negative and positive consequences in my initial storyboard. This helped me visualize how I would eventually develop my course in Storyline.

• Once the script was created it was relatively easy to see the design of the learning experience in my head.

Asset Creation

• I began by creating visual mock-ups for the slides in Adobe XD before I moved to Storyline. I chose to use XD to design the layout of my course because it is easy to quickly iterate different layouts and design options.

• To edit the graphics, I used Adobe Illustrator. I used vector graphics to pull out sections I didn’t need and to color other areas for a consistent color pallet.

• I also used Adobe Illustrator to manipulate various assets, two that were full-slide (beginning and end of the training) for the 5 mentor slides. I also created a custom mentor button in Illustrator.

• I solicited feedback from my SME as I wanted to ensure that the content made sense and logically flowed in an appropriate order from my storyboard.

Storyline Development

• I first created the base for all slides to get consistency with assets and color combinations. I choose a whimsical color scheme to compliment the fictional toy store brand. The colors are based off of the primary colors in the actual toy store the SME worked at.

• I felt like I wanted additional practice using layers, scenes, and triggers in Storyline. I created the scenario using a eLEarning solution with multiple choice answers and branching paths. Using buttons to create hover states and layering for animations was something that I picked up pretty quickly and used consistently throughout the scenario.

• I also added a mentor button with replies based on the scenario that the participant could reference if needed.

• For a demo project, I’m really happy with the outcome. Moving forward, I would like to add more interactions including drag and drop capabilities, quizzes, and software simulations/gamification. Using the software is intuitive and I’m excited to continue to learn more advanced techniques to create additional eLearning materials.

Final Product

• Using the software is intuitive and I’m excited to continue to learn more advanced techniques to create additional eLearning materials.

• Working together with the SME on this process was encouraging, and they often liked the direction we were heading, and I think we were able to provide a scenario that was believable, relevant, and useful.

• For a concept project, I’m really happy with the outcome. Moving forward, I would like to add more interactions including drag and drop capabilities, quizzes, and software simulations/gamification.